Language Interpreter Services
Available by phone, by video and in-person
HPSM partners with Certified Languages International (CLI) to offer no-cost telephonic and video language interpreter services in more than 200 languages. Providers can access these services 24 hours a day, 7 days a week for both medical and non-medical points of contact. In-person interpreters are also available for those who use American Sign Language (ASL), as well as for ongoing appointments, appointments on sensitive topics and group therapy. This service enables you and your staff to communicate effectively with HPSM members and their caregivers with Limited English Proficiency (LEP) or who are hearing impaired.
Get on-demand phone interpreter services
Phone interpreters provide spoken language interpretation services over the phone. Phone interpreter services can be used for any:
- Onsite in-person visits (when a patient is in your office).
- Telemedicine appointments (when you and a patient are in separate physical locations).
Instructions for getting on-demand phone interpreter services
- Dial 1-800-225-5254 (1-800-CALL-CLI).
- Provide the following information to the CLI operator when prompted:
- Provider Access Code: 64095
- Provider type (Dental, Medical, Therapy (physical/speech/behavioral), DME or Vendor)
- Language needed
- Clinic name
- HPSM member ID
- HPSM member date of birth
- Begin your conversation after the CLI operator connects you to the interpreter.
Get on-demand video interpreter services
Video interpreters provide language interpretation services over video (including ASL). Video interpreter services can be used for any:
- Onsite in-person visits (when a patient is in your office).
- Telemedicine appointments (when you and a patient are in separate physical locations).
To use this service, you (and the HPSM member, if they are in a separate location) must have access to a smartphone, tablet or computer with:
- A functional video camera and microphone.
- A network connection and Chrome, Firefox or Safari web browser.
- Access to email or text service for receiving the secure link.
Get a no-cost iPad for video and audio interpreter services – Available to solo primary care providers, occupational/physical therapy providers and providers with patients who use ASL. Learn more and apply!
Instructions for in-person visits with interpreter on video
1. Go to hpsm.cli-video.com.
2. Enter access code 64095hpsm.
3. Enter your name or clinic name, the member’s name and the member’s date of birth, then click “Submit”.
4. Grant the platform permission to access your microphone and camera.
5. Click the video camera icon on the language you need.
- If you have trouble understanding your patient, show them the screen and ask them to point out their language.
- If a video interpreter is not immediately available, you can either choose an audio interpreter or schedule a video interpreter for a later time.
- If you do not see the language you need, scroll to the bottom of the screen and choose “Other Languages” – an operator will then connect you to a telephonic interpreter who speaks the language you need.
6. When the appointment is done, click the red “End Call” button in the upper-right corner of the screen.
Instructions for telemedicine visits with interpreter on video
1. Ensure the patient's computer system meets the minimum technical requirements.
2. Go to hpsm.cli-video.com.
3. Enter access code 64095hpsm.
4. Enter your name or clinic name, the member’s name, and the member’s date of birth and click “Submit”.
5. Grant the platform permission to access your microphone and camera.
6. Click the video camera icon on the language you need.
- If a video interpreter is not immediately available, you can either choose an audio interpreter or schedule a video interpreter for a later time.
- If you do not see the language you need, scroll to the bottom of the screen and choose “Other Languages” – an operator will then connect you to a telephonic interpreter who speaks the language you need.
7. Once you have connected to an interpreter, click the “Add Expert” button and enter the patient’s email or cell number.
8. Click “Invite” and then “Send Link”.
9. When your patient clicks on the link you sent, and your patient allows access to video and microphone on their device, they will be connected to the session.
10. When the appointment is done, click the red “End Call” button in the upper-right corner of the screen.
Instructions for getting a sign language interpreter on video
1. Go to hpsm.cli-video.com.
2. Enter access code 64095hpsm.
3. Enter your name or clinic name, the member’s name and the member’s date of birth, then click submit.
4. Grant the platform permission to access your microphone and camera.
5. For language selection, click the video icon for American Sign Language.
6. When the appointment is done, click the red “End Call” button in the upper-right corner of the screen.
Pre-schedule phone or video interpreter services
On-demand telephonic and video interpreter services are accessible 24 hours a day, seven days a week. However, you can also schedule these services ahead of time for upcoming appointments.
Instructions for scheduling a phone or video interpreter
1. Go to hpsm.cli-video.com.
2. Enter access code 64095hpsm.
3. Enter your name or clinic name, the member’s name, and the member’s date of birth and click “Submit”.
4. Scroll to the bottom of the language selection screen, then click the “Make an Appointment” button.
5. Fill out the information fields, then click the “Submit data” button.
6. You will receive an email with a reference number and link for you to click at your scheduled appointment time. Or you can scroll to the bottom of the expert selection screen, click the “Go to an appointment” button and enter your reference number.
For more information on requesting a video interpreter, watch our webinar “Video Remote Interpreting with 100% Remote Participation”.
Request in-person interpreter services (by appointment only)
- In-person interpreters are available for those who use ASL, as well as for ongoing appointments, appointments on sensitive topics and group therapy. This service can also be used for spoken language.
- Video interpreters are available for those who use ASL as well as for specialty and recurring visits.
Instructions for requesting an in-person interpreter
- Submit your request as early as possible: ideally at least 5 business days before the appointment date. We will try to accommodate all requests, regardless of when they are received. However, we cannot guarantee accommodation due to a shortage of qualified medical interpreters in San Mateo County.
- Make sure you meet the requirements for the type of service you want. (E.g., if you are requesting a video interpreter, make sure you meet the technical requirements.)
- Complete the Online Interpreter
Request Form.
Or download the Interpreter Services Request Form to submit by fax or email. - HPSM staff will process your request and send you confirmation that an interpreter has been assigned (or notice that your request cannot be accommodated).
Cancellations require at least 48 hours’ notice before the appointment.
Best practices
Working with interpreters
- Check in with the interpreter before you begin to introduce yourself and summarize the clinical scenario.
- Speak directly to the patient, not to the interpreter.
- Avoid medical jargon, slang or humor that may not translate will into the patient's language.
- Speak clearly, focusing on one concept at a time, allowing the interpreter to speak between each key idea.
Video calls
- If you have scheduled a video interpreter for a later appointment, make sure the patient knows to log in at that time and email or text them the website link.
- Speak directly to your patient rather than the video interpreter – this helps them interpret everything they hear.
- Use a stand to position your device rather than asking the patient to hold it.
- Focus the camera on the patient rather than yourself and ask the interpreter to confirm that they can clearly see the patient.
- Learn how to use the CLI platform features:
- In the upper-right corner of the screen, under the red "End Call" button, is a menu where you can:
- Disable the speakers, microphone or camera for privacy.
- Call a colleague or patient’s relative by clicking "Add Expert" and using the dial pad.
- In the bottom-right corner, click "Chat" to send information to the member and/or interpreter.
- In the upper-right corner of the screen, under the red "End Call" button, is a menu where you can:
When provider, patient and interpreter are all in different locations
- Help your patient prepare:
- Notify the patient of the scheduled time and date of the telehealth visit.
- Ensure they meet the minimum technical requirements.
- Connect with the interpreter.
- Obtain a secure access code for the Certified Languages International (CLI) platform by sending a request to interpreters@hpsm.org.
- Enter your access code at hpsm.cli-video.com and click “Submit”.
- Allow permission to use your camera and microphone.
- Select “Video Option for Patient Language”.
- When an interpreter joins you, tell them that you’ll be inviting patient to join remotely.
- Invite your patient:
- Click on “Add Expert” button in the toolbar.
- Click “Invite” then enter patient’s email or cell number in the corresponding field.
- Click “Send Link”.
- When your patient clicks on link you sent, they will be prompted to allow access to video and microphone on their device.
- End the remote appointment:
- Select the red “End Call” button.
- Patient and interpreter will be disconnected from call.
FAQs
Once you log into the platform, you can view estimated wait times next to each language.
If an interpreter is not immediately available, click on the language that you need interpreting services for and you can either proceed with an audio interpreter or schedule a video interpreter for a different time.
Yes, you can. In the language options screen, there is a make an appointment button at the bottom. Click on the button. Enter the requested information You will receive an email with a reference number once an interpreter has been confirmed.
You can connect to a scheduled appointment in two ways:
- Click on the link in your confirmation email: Enter the reference number provided to you
- Log into the platform: Click on the go to an appointment button at the bottom of the language selection screen: Enter the reference number provided to you.
In the language options screen, click on the other languages button. An operator will connect you to an over the phone interpreter through the platform.
The member cannot be required to use their own phone to access interpreter services. Please email interpreters@hpsm.org if you’re unable to provide the required interpreter services.